For today’s customers, a fragmented customer service experience is bad news. Consumers expect brands to meet them where they are – and to be able to pick up a customer service interaction without retreading old ground. This is where brands that have invested in omnichannel support are taking the lead. Here’s what to know.
What is an Omnichannel Contact Center?
When we talk about “channels,” we refer to the means through which a customer can contact your brand. Channels include the telephone, email, social media, chatbots, text, a storefront, and so on. Multichannel contact centers combine multiple channels, allowing customers to get in touch through numerous methods. But typically, these channels are siloed off – they exist independently of each other and don’t overlap. In contrast, omnichannel contact centers bring together all of the perks of multichannel, but in an integrated way. With omnichannel, brands enjoy a 360-degree view of customer histories and interactions, ensuring a high level of customer service – and a high level of customer satisfaction.
Benefits of omnichannel contact centers include:
- Seamless interactions
- No repetition
- Personalized experiences
- Efficient routing
- Easy integrations
- Constant monitoring
How Does an Omnichannel Contact Center Work?
An omnichannel contact center is typically a cloud-based platform that brings together all of your sales and customer data in one place. Platforms such as ACD’s allow you to start from scratch using our own cloud-based solution or integrate existing sales and customer contact functions – while tapping into our pool of customer service experts. A quality customer contact solution will bring together the customer experience, routing and integrations, reporting and analytics, and workforce management. At ACD, we even offer bespoke functionality, including our seamless “text to donate” option – a winner with our many non-profit clients.
An omnichannel contact center will let you:
- Gather cross-channel customer data
- Streamline data and the sales funnel
- Offer mobile customer support
- Monitor and anticipate customer needs
- Support agents to deliver great results
- Easily scale to meet changing demand
- Move away from expensive on-premise solutions
Skip the Silos. Switch to Omnichannel today.
Whether you’re looking to unite your customer contact options or want to empower your customer service team to deliver a best-in-class experience, talk to ACD Direct. Our cloud-based customer experience platform provides everything you need to offer seamless results for customers and staff alike. With support for various channels, an integrated approach to the entire sales funnel, and real-time recording and reporting, we can help you elevate your customer service – while streamlining costs and demand on personnel. To learn more about our powerful omnichannel solution, get in touch today!